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Every Tuesday for 4 weeks, 6:30pm-9:30pm





With customers becoming more demanding, it is imperative that organisations continually strive to improve their customer experience. This course provides participants with cutting edge techniques in optimising their customer experience skills and is particularly suited to business owners, people who have 'face to face' customer responsibilities and middle to senior management. There is an emphasis on the presentation of practical skills with workshops and role-play exercises. The management of the customer experience is a key differentiating factor in successful organisations today. This course provides participants with the essential customer experience management skills used in today's quickly changing business environment in which uncertainty and confusion reign supreme.


    • Pen and notebook
    • There are no prerequisites for this course
    • Students will receive text book 'Sell Your Product, not Your Soul' by John Magar upon completion of the course


    • The Marketing Concept/Segmentation. Customer service management is discussed as a key component of an organisation's marketing program.
    • Developing Customer Focus. Best Practice examples of customer service focused organisations are discussed as well as techniques which encourage the development of customer focus.
    • Measuring and Monitoring Customer Focus. In order to improve customer service levels, it is important to be able to measure those levels first. Various measurement tools are discussed and work shopped.
    • Complaint Handling Procedures. An organisation that has highly effective complaint handling procedures has a powerful advantage in the market place. These procedures are presented and discussed in the course.
    • Handling Customers in Face-to-Face Transactions and in Telephone Transaction. Strategies for optimising both face to face and telephone transactions with customers are discussed and work shopped.

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